Complaints

Complaints procedure

Longeva is a GPhC-registered pharmacy. We take every complaint seriously and follow the structure below in line with GPhC Standards for Pharmacies, standard 6.

How to complain

Put it in writing. If you prefer, write to the Superintendent Pharmacist Alicia Barker (Registration number: 2241860) at Unit 1, Chichester Court, Milnrow Road, Rochdale, OL16 1UG, or email us on admin@longevawellness.co.uk. Please include your name, the date of the visit, and what happened.

We aim to acknowledge your contact within 3 working days.

Formal written complaint

If the matter is not resolved informally, you can submit a formal written complaint. Please include:

  1. Your name and contact details.
  2. The date and nature of the service or consultation.
  3. What you believe went wrong.
  4. What outcome you would like.

Send the complaint to the Superintendent Pharmacist:

Alicia Barker
GPhC registration: 2241860
Longeva Wellness
Unit 1, Chichester Court, Milnrow Road, Rochdale, OL16 1UG
Email: admin@longevawellness.co.uk

Our response timeframes

  • Acknowledgement: within 3 working days of receipt.
  • Full written response: within 20 working days of receipt.
  • If the investigation takes longer, we will write to you at the 20-day mark to explain why and give a new target date.

Our response will set out: what we investigated, what we found, any action we have taken or will take, and how to escalate if you remain dissatisfied.

Escalation

General Pharmaceutical Council (GPhC)

If you are not satisfied with our response, or if your concern relates to the professional conduct of a pharmacist, you can contact the GPhC:

Parliamentary and Health Service Ombudsman (PHSO)

If the complaint relates to NHS-funded services, the final escalation route is the PHSO:

Information Commissioner's Office (ICO)

For complaints specifically about how we handle your personal data, see the privacy policy or contact the ICO at ico.org.uk/concerns.

Confidentiality

All complaints are handled confidentially. Information is shared only with the people investigating the complaint and, where necessary, the appropriate regulator. Complaint records are retained separately from clinical records.

Retention

Complaint records are retained for 10 years from the date of final response, in line with NHS Records Management Code of Practice retention schedules for complaint records.

Pharmacy regulator: GPhC 9012378.